Senior Director of Operations

SeedTrust•West Palm Beach, FL

About The Position

About Gather Records Gather Records specializes in efficiently obtaining and carefully evaluating medical records for gestational surrogates and egg donors, ensuring timely access to comprehensive and accurate medical histories. Our expanded offerings include background checks and access to MFM consultations when needed—providing Surrogacy and Egg Donation agencies, as well as Intended Parents, with a streamlined, all-in-one solution to make informed decisions with confidence. Our promise is simple: we understand the urgency behind medical records collection and review, and we deliver expertise that stands out. We are committed to providing exceptional support and the highest standard of service—because our work impacts real people and time-sensitive decisions. The Opportunity We are hiring a Director of Operations to lead and scale end-to-end service delivery across medical records collection and clinical review/medical summary writing (supported by experienced Labor & Delivery / NICU nurses). This is a highly visible leadership role reporting directly to the President and CFO. The right leader will bring stability and clarity to an environment that has experienced meaningful change, building consistency, fairness, and trust. They will work closely with the team to understand how work happens today, turn pain points into practical improvements, and strengthen operational flow through thoughtful process design and technology-enabled solutions that reduce manual work and improve turnaround time and quality. They will translate our vision into an executable operating model, building the roadmap, rhythms, and systems that make it real. Experience operating in a healthcare or clinical services environment, where documentation quality, accuracy, and sensitive information matter, is strongly preferred.

Requirements

8+ years of progressive operations leadership experience, including leading teams through change.
Proven track record improving operational performance (speed, quality, consistency, scalability).
Strong people leadership skills: coaching, accountability, performance management, and culture-building.
Strong technology mindset; experience implementing tools, automation, and tech-enabled workflow improvements.
Comfort owning metrics, building operating rhythms, and using data to drive decisions.

Nice To Haves

Experience in fertility/IVF, women’s health, healthcare operations, medical records, or clinical documentation workflows.
Familiarity with healthcare documentation and handling sensitive health information (HIPAA-aware workflows).
You do not need to be a clinician, but you should be comfortable working closely with clinical reviewers and making operational decisions that protect the quality of work.
Experience partnering with IT/Product/Engineering teams to deliver workflow and platform improvements.

Responsibilities

Learn the operation from the inside by spending time in the workflows, staying close to the work, and partnering with the team to improve how cases move start-to-finish.
Drive operational improvements that reduce friction, improve turnaround time, and enhance quality, without over-engineering processes.
Strengthen operational rigor across documentation standards, metrics, reporting, and background check workflows so the operation runs predictably and scales sustainably.
Bring a technology-forward mindset to how work gets done, identifying opportunities to reduce manual steps and improve consistency through better workflows and tooling.
Partner with IT/Product/Engineering to prioritize and implement platform improvements that streamline operations, reduce manual work, and improve turnaround time and quality.
Partner closely with nursing reviewers to maintain high standards for clinical accuracy, consistency, and clear medical summary writing.
Build and maintain strong client and partner relationships, partnering with Sales to land new clients and deepen existing relationships through excellent service delivery and proactive communication.
Represent Gather Records externally as needed, including attending industry conferences and meetings to strengthen relationships and support growth.
Own key vendor relationships that support service delivery (including background check and related partners), ensuring strong performance, smooth operations, and scalable processes.
Lead and develop teams across Records Collection and Clinical Review, setting clear expectations and building a culture grounded in consistency, accountability, and support.
Rebuild and strengthen trust through transparent decision-making, steady follow-through, and a reliable communication cadence that encourages two-way input.
Ensure workflows involving sensitive health information follow HIPAA-aware practices (privacy, access controls, and secure handling), partnering with internal experts as needed.